Dental PC Technician and Help Desk Support

This role provides tier-one IT support to end users within the IT department, handling hardware, software, and network concerns while administering user accounts, managing incident tickets, and delivering practical end-user guidance and training.

Location and Compensation

Location: Marine Corps Base Camp Lejeune, NC (onsite)

Salary: USD 21 - 23 per hour

Responsibilities

• Deliver first-line technical assistance to users via phone, email, or in person for hardware, software, and network-related issues, promptly and professionally.
• Troubleshoot and resolve technical problems by diagnosing hardware and software faults reported by end users.
• Install, configure, and maintain computers, software, printers, and peripheral devices.
• Administer Active Directory user accounts and perform password resets as needed.
• Manage and close incident tickets in ServiceNow, ensuring timely updates and resolution.
• Respond to user inquiries through phone, email, live chat, and instant messaging.
• Work with senior IT staff to escalate and resolve complex issues, ensuring effective problem resolution.
• Document technical procedures, troubleshooting steps, and support activities clearly for future reference.
• Provide end-user training and guidance on technology topics to improve user proficiency and independence.
• Receive visitors and calls to determine the nature of requests and direct them to appropriate staff or supply needed information for routine matters.
• Assist users with equipment relocations, allocation processes, scheduling training, and system access requirements.
• Work environment comprises approximately 80 percent office duties and 20 percent outdoor tasks.

Requirements

• Must undergo a federal criminal history background check and security fingerprints.
• Hold a CompTIA Security+ certification or an equivalent or higher credential.
• HIPAA training to be completed within 30 days of starting the position.
• Complete and maintain Basic Life Support (BLS) training for Personal Computer Technicians.
• Experience delivering technical support across software applications, mobile devices, hardware, and network systems.
• Resume must be signed and dated.
• Provide three references.

Technologies

• ServiceNow
• Active Directory

Questions to Ask Candidates

• Have you previously worked as a PC Technician?
• Have you worked in a Help Desk Support role before?
• Do you hold a CompTIA Security+ Certification or an equivalent higher credential?
• Are you able to complete and maintain Basic Life Support (BLS) training for Personal Computer Technicians?
• Can you provide tier-one technical support to end-users via phone, email, or in-person, addressing hardware, software, and network issues promptly and professionally?
• Are you capable of troubleshooting and resolving technical problems reported by end-users, including diagnosing and fixing hardware and software issues?
• Can you install, configure, and maintain computer systems, software, printers, and peripheral devices?